IT External Services Manager

Marco Technologies•REMOTE, OH

8d•$74,466 - $115,422•Remote

About The Position

The IT External Services Manager manages relationships and coordination with subcontractors and vendors that provide specialized IT services. The role ensures engagements align with company standards and project timelines, serves as the primary contact for subcontractor-related activities, and oversees performance throughout the service lifecycle to support high-quality IT project delivery. The position also supports internal service delivery by collaborating with business-line teams across the service lifecycle. It requires a strong understanding of IT services, a customer-first mindset, and the ability to drive continuous improvement in service quality.

Requirements

Bachelor’s degree and 3 years of relevant experience, or an equivalent combination of education and experience, in coordinating IT subcontractors or managing vendor relationships.
Understanding of IT terminology and PSA ticketing systems.
Strong understanding of IT project management processes, including service delivery, risk management, and resource allocation.
Proficiency with business collaboration tools such as MS Office applications and project management tools.
Ability to create and use Gantt charts, spreadsheets, or other appropriate tools to manage people and keep tasks current.
Excellent communication skills with technical and non-technical audiences, including presenting to groups and working with cross-functional teams and external vendors.
Ability to communicate courteously and politely, and to convey ideas in a non-confrontational manner.
Ability to take ownership of projects or tasks from start to finish and maintain dedication despite difficulty, failure, or opposition.
Strong analytical and organizational skills, with the ability to adapt to a dynamic project environment and manage multiple projects.
Ability to build trust, find common ground, demonstrate empathy, and develop strong relationships with teammates and stakeholders.
Ability to work collaboratively in a fast-paced, customer-oriented team and independently under broad management direction.
Ability to prioritize and manage multiple tasks, adapt to changing priorities, and meet deadlines.
Positive attitude toward work assignments, clients, and the organization.
Ability to adapt to changes and unexpected situations while remaining calm and communicating thoughts clearly and in an organized manner.
Ability to regulate emotions and think clearly and objectively.
Negotiation skills, including understanding others’ motivations and seeking mutually favorable outcomes that maintain relationships.
Broad understanding of financial management and budgeting principles.
Problem-solving mindset, strong analytical skills, and attention to detail.
Strategic thinking and ability to evaluate risk, connect high-level goals with details, and make appropriate tradeoffs.

Nice To Haves

CAPM, PMP, Agile, Scrum, or similar certification.

Responsibilities

Serve as the main point of contact for IT subcontractor relationships.
Manage contracts, scopes of work, and expectations to support collaboration among internal project managers, external resources, and customers.
Work with legal and finance teams on subcontractor agreements, renewals, procurement, billing, and compliance with contract terms.
Support subcontractor onboarding, including required training and familiarity with company policies, procedures, and tools.
Manage the subcontractor pool across business lines and ensure sufficient skills, certifications, and coverage for company needs, project complexity, and technologies.
Facilitate communication and ensure subcontractors have the information and resources needed to perform their work.
Coordinate with internal teams to assign subcontractors to projects.
Determine assignments based on cost, expertise, and availability to support resource allocation and project profitability.
Monitor subcontractor budgets and align costs with project financial objectives.
Ensure subcontractor activities and time are accurately recorded in projects and tickets in the PSA system.
Ensure invoices and payments are processed.
Ensure subcontractors follow applicable industry standards, regulations, and company policies.
Monitor subcontractor performance risks and take proactive steps to mitigate them.
Resolve issues between subcontractors and internal teams through clear communication and timely action.
Track subcontractor activities, performance metrics, and project status; update internal stakeholders on progress and potential roadblocks.
Track performance against SLAs, deliverables, and project timelines; address performance issues and ensure prompt resolution.
Implement improvements based on data-driven insights and customer feedback.
Work with internal teams to assess subcontractor performance and recommend improvements to collaboration.
Support service delivery across business lines and help ensure activities progress toward completion.
Help ensure active service efforts are properly categorized, prioritized, and assigned.
Monitor and address compliance with SLTs for response, follow-up, resolution, and completion.
Assist with progress billing for open tickets and work orders to support revenue recognition.
Collaborate with IT Service Leadership to identify and implement improvements in service delivery, workflows, and tool usage.